Remote Incident Coordinator — IT Service Desk

CommandLink, LLC; Colombia; Remote; COP 132,899,000 - 189,855,000; Full time

Benefits offered by this job

Growth opportunities

Innovative environment

Tangible impact

Flexible time off

Social events

Referral bonuses

Job summary

Command|Link is a global SaaS platform delivering network, voice, and IT security solutions. As a Service Desk Incident Coordinator, you will act as the central operational point for incoming incidents, triage, prioritize, and dispatch cases to the appropriate teams, ensuring alignment with SLAs and business impact while maintaining queue health across the Managed Services organization.

This 100% remote role requires strong organization, ITIL knowledge, and collaboration with NOC, Engineering,

Qualifications

• 2+ years of experience in service desk coordination, dispatch, incident management, NOC operations, or technical support administration, ideally within an MSP, telecommunications, or managed services environment.
• Familiarity with ITSM and ticketing platforms for case intake, assignment, tracking, and escalation, along with experience working in monitoring tools and alert-driven environments.
• General understanding of networking, SD-WAN, voice, connectivity, and managed service operations, with the ability to assess issue priority and route work effectively in a fast-paced support setting.

Responsibilities

• Monitor incoming incidents, alerts, and service requests; triage, categorize, and prioritize cases based on business impact, urgency, service type, and SLA risk.
• Identify and immediately escalate customer-impacting issues, service outages, or cases requiring urgent leadership visibility.
• Assign and dispatch incidents to the appropriate Command|POD, Managed Services Engineer, Lead Engineer, or supporting team, balancing workload to maintain response times and operational efficiency.
• Oversee open cases to ensure momentum toward resolution, proactively addressing aging tickets, missing updates, stalled work, and documentation gaps.

Skills

Incident management

ITSM

NOC operations

Dispatch coordination

Stakeholder communication

Education

Bachelor’s degree in IT, Business, or related field

Tools

ITSM ticketing platforms

Monitoring tools

Job description

Command|Link is a global SaaS platform delivering network, voice, and IT security solutions. As a Service Desk Incident Coordinator, you will act as the central operational point for incoming incidents, triage, prioritize, and dispatch cases to the appropriate teams, ensuring alignment with SLAs and business impact while maintaining queue health across the Managed Services organization.

This 100% remote role requires strong organization, ITIL knowledge, and collaboration with NOC, Engineering,